📄 Returns & Refunds Policy – Lux Metal

Last updated: [insert date]

Thank you for choosing Lux Metal.
Customer satisfaction is our priority. If you are not fully satisfied with your purchase, you may request a return under the conditions listed below.

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✅ 1. Right of Withdrawal (14 Days)

In accordance with EU Directive 2011/83/EU on consumer rights, you have the right to withdraw from your purchase within 14 days of receiving the products, without the need to provide any justification.

To exercise your right of withdrawal, you must:

1. Send us a written request by email to: [insert customer support email]

2. Include: order number, full name, item(s) to be returned, and the reason for return (optional)

You will receive a confirmation and further instructions on how to proceed with the return.

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📦 2. Return Conditions

To be eligible for a return, the product must:

• be intact, unused, and in the same condition as received

• be returned in its original packaging, including all accessories and manuals

• not be a customised or made-to-order product (see section 6)

Lux Metal reserves the right to refuse returns that do not meet these conditions.

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🚚 3. Return Shipping Costs

• Return shipping costs are the responsibility of the customer, unless the product is faulty or an error was made by Lux Metal.

• We recommend using a tracked shipping service, as we cannot be held responsible for lost or damaged parcels during return shipping.

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💳 4. Refunds

Once the returned product has been received and inspected, the refund will be issued within 7–14 business days using the same payment method used for the original purchase.

The refund will cover the cost of the returned products only.
Initial shipping costs are non-refundable unless the return is due to our error.

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🛠️ 5. Faulty, Damaged or Incorrect Products

If you received a product that is:

• faulty

• damaged

• different from what you ordered

Please contact us within 72 hours of delivery and provide photos or a video of the issue.
We will arrange a replacement or refund at no additional cost to you.

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🎯 6. Custom or Made-to-Order Products

Returns and refunds are not accepted for customised or made-to-order items, unless the product is defective or the error is attributable to Lux Metal.

This includes items created according to customer specifications (colour, engraving, dimensions, personalised design, etc.).

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📍 7. How to Request a Return

Email us at: [insert email]

Email subject: Return Request – Order No. [xxx]

Please include:

• Full name

• Order number

• Purchase date

• Product(s) you wish to return

• Reason for return (optional)

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🧑‍⚖️ 8. Legal Notice

This policy complies with EU Directive 2011/83/EU on consumer rights.
Lux Metal reserves the right to modify this policy at any time. Any updates will be published on this page.